Shellon Esson
Brooklyn,NY
Summary
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
Overview
16
16
years of professional experience
Work History
Telephone Representative II, Retiree Services
1199seiu Benefit And Pension Funds
Manhattan, NY
04.2022 - Current
- Maintain HIPAA compliance while communicating with 1199SEIU members and advocates via telephone or written correspondence regarding benefit eligibility and claim submissions; accurately and professionally respond to a high volume of calls and inquiries by providing excellent customer service.
- Provide assistance with medical and pension benefits, Medical and Part B claims, and retiree programs.
- Provide benefit eligibility requirements for Pension and Retiree Health Benefits to prospective pensioners and beneficiaries; research and establish eligibility for members and the reinstatement of terminated coverage.
- Generate inquiries for pension applications, pension estimates, check stop pension & Medicare Reimbursement payments, death documents.
- Update Member and/or Retiree demographic information (i.e. Address, telephone number, and email) as needed.
- Generate pension verification letters at the member's request and request duplicate 1099-R Tax Forms as needed.
- Mail requested pension and retiree health information, such as direct deposit forms, medical, and Part B claim forms. Enrollment Change forms, explanation of benefits, and HMS Affidavits.
- Communicate and explain Retiree Health Benefits (RHB) to retirees (i.e.,
- Medicare Part B and 1199SEIU Medicare Advantage Plan); alert members of new RHB programs.
- Communicate with the Eligibility department via email to update or terminate a member's eligibility and Medicare Part B information. Generate inquiries for health cards; request letters of Creditable Coverage when necessary and CMS forms.
Home Health Care Aide
Premier Home Health Care Services
Manhattan, NY
10.2016 - 10.2022
- Provided patients with assistance in completing daily tasks, reducing the daily burden on family members.
- Developed strong and trusting rapport with patients to facilitate smooth, quality care.
- Assisted patients with daily activities such as bathing, dressing, and grooming. feeding needs, helping to overcome and adapt to mobility restrictions.
- Provided emotional support to family members of the patient during difficult times of illness or end-of-life care.
- Responded promptly to requests from patients for assistance with personal needs or comfort measures.
Call Center Representative
Cable Vision
Brooklyn, NY
03.2012 - 08.2016
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Helped a large volume of customers every day with a positive attitude and a focus on customer satisfaction.
- Analyzed and escalated complaints, issues, and grievances to designated departments for investigation and response.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Processed orders, claims, forms, applications, and requests accurately and efficiently.
- Performed follow-up calls as necessary to ensure satisfactory resolution of customer inquiries.
Home Health Care Aide
Premier Home Health Care Services
Manhattan, New York
05.2008 - 03.2012
- Maintained updated records and safeguarded patient privacy in accordance with HIPAA.
- Provided patients and families with emotional support and instruction.
- Delivered high level of assistance with cooking, meal preparation and shopping.
- Maintained records of patient care, progress or problems to report and discuss observations.
- Documented patient status and reported changes in care needs.
- Helped patients move in and out of beds, wheelchairs or automobiles and with dressing and grooming.
- Educated patients and families on health care needs, conditions, and options.
- Followed HIPAA regulations to maintain confidentiality of sensitive patient information.
Education
High School Diploma -
Walk in Love Christian Academy
New York, NYSkills
- Verbal and Written Communication
- Data Entry and Maintenance
- De-escalation Techniques
- Issue and Complaint Resolution
Languages
English
Timeline
Telephone Representative II, Retiree Services
1199seiu Benefit And Pension Funds
04.2022 - Current
Home Health Care Aide
Premier Home Health Care Services
10.2016 - 10.2022
Call Center Representative
Cable Vision
03.2012 - 08.2016
Home Health Care Aide
Premier Home Health Care Services
05.2008 - 03.2012
High School Diploma -
Walk in Love Christian Academy
Similar Profiles
JASMINE TOLIVERJASMINE TOLIVER
Chief Clerk Attorney Cases at 1199SEIU Benefit and Pension FundsChief Clerk Attorney Cases at 1199SEIU Benefit and Pension Funds
Elias MartoralElias Martoral
Administrative Coordinator at 1199SEIU Training and Employment FundsAdministrative Coordinator at 1199SEIU Training and Employment Funds
Shane GeorgeShane George
Office Support Specialist at 1199SEIU Childcare FundsOffice Support Specialist at 1199SEIU Childcare Funds